Enterprise Service Level Agreement (SLA)
Effective Date: April 28, 2026
This Service Level Agreement (“SLA”) applies solely to Enterprise Customers who have executed a separate Enterprise Agreement or Order Form with Flying Dynamite Sp. z o.o. For all other customers (including those on standard paid plans and Lifetime Deals), no service credits or financial remedies are available — see the general Terms of Service.
1. Availability Commitment
During the term of the Enterprise Agreement, Provider will use commercially reasonable efforts to make the core Push0 Services (API and Dashboard) available at least 99.9% of the time in any given calendar month (“Uptime Commitment”), calculated as the total number of minutes in the month minus Downtime, divided by the total number of minutes in the month.
2. Exclusions
The Uptime Commitment does not apply to, and Downtime shall not include:
- Any outage, delay or failure caused by Third-Party Services (including Apple APNs, Google FCM, or any other push notification platform or carrier);
- Customer’s misconfiguration, invalid tokens, faulty implementation, or errors in Customer’s applications;
- Force Majeure events;
- Scheduled or emergency maintenance (with reasonable notice where practicable);
- Any period of downtime lasting less than 15 consecutive minutes;
- Issues related to Customer’s network, equipment, or internet connectivity;
- Beta, preview, or experimental features.
3. Service Credits
If the Services fail to meet the Uptime Commitment in a given calendar month (after applying the exclusions above), and Customer submits a valid claim, the sole and exclusive remedy shall be Service Level Credits applied against the Fees for the following month.
Service Credits will be calculated as follows (based on the prorated monthly Fees under the Enterprise Agreement):
- Downtime of 1 to 2 hours: Credit equal to 1 day of prorated monthly Fees
- Downtime above 2 hours: Credit equal to 1 day of prorated monthly Fees for each additional hour of Downtime
The maximum Service Credit for any calendar month shall not exceed 50% of the monthly Fees payable by Customer for that month.
Service Credits will be applied as a deduction from the next invoice. No cash refunds will be issued.
4. Claim Procedure
To receive Service Credits, Customer must:
- Submit a written claim to [email protected] (or the designated Enterprise Account Manager) within 30 days after the end of the month in which the alleged Downtime occurred.
- Provide detailed information including dates, times, and duration of each incident.
Provider will review and validate the claim in good faith within 30 days. Failure to submit a timely and complete claim will forfeit Customer’s right to any Service Credits for that month.
5. Delivery Success
Customer acknowledges that the actual delivery success rate of push notifications depends on many factors outside Provider’s reasonable control (including Apple, Google, device settings, user permissions, carriers, etc.). Provider makes no guarantee regarding delivery success rates, even if the Uptime Commitment is met.
6. General
This SLA applies exclusively to customers under a written Enterprise Agreement and does not apply to standard subscriptions, self-serve plans, or Lifetime Deals. Provider may update this SLA with thirty (30) days’ notice.
In the event of any conflict between this SLA and the Terms of Service or the Enterprise Agreement, the Enterprise Agreement shall prevail, followed by this SLA.
Flying Dynamite Sp. z o.o.
ul. Andersa 15/306a, 41-200 Sosnowiec, Poland
KRS: 0001090841
Contact: [email protected]